Tier 2 Technical Support Agent (Servers)
Tier 2 Technical Support Agent (Servers)
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Location: Remote | Schedule: Tues–Sat or Sun–Thurs (2 PM–10 PM or 1 PM starts, with rotating on-call coverage)
Department: Technical Support | Reports to: Support Lead
Location: Remote | Schedule: Tues–Sat or Sun–Thurs (2 PM–10 PM or 1 PM starts, with rotating on-call coverage)
Department: Technical Support | Reports to: Support Lead
Help Keep Restaurants Running — One Solution at a Time Are you the person everyone turns to when tech goes sideways — and you love being that person? Do you thrive in high-pressure situations, solving problems that others can’t? If so, you might be exactly who we’re looking for.
At Science On Call , we support restaurants by keeping their technology online and running smoothly. As a Tier 2 Technical Support Agent , you'll be the go-to expert for complex, escalated issues involving restaurant technology — from POS systems and servers to network infrastructure.
This is a fast-paced, hands-on role idóneo for someone who’s technically sharp, thrives on helping others, and knows the ins and outs of restaurant operations.
What You’ll Do You’ll serve as a critical link between Tier 1 support and specialized technical teams. You’ll troubleshoot, mentor, document, and collaborate — all with the goal of getting our customers back up and running fast.
Advanced Troubleshooting
- Own and resolve escalated support cases from Tier 1 agents
- Tackle advanced server, POS, hardware, and connectivity issues
- Handle user administration and system configuration tasks
- Conduct root cause analysis for recurring issues
Ticket Management & Escalation
- Document all steps, resolutions, and communications clearly (e.g., Zendesk, ServiceNow)
- Escalate unresolved issues to subject matter experts or engineers with complete technical details
- Track open escalations and ensure